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KraftMaid Cabinet Informative - Complaint on KraftMaid Kitchen Cabinets (Masco Corp) Ordered via Home Depot - Kitchen Cabinets
We have sent complaint letters via Certified Mails to both Masco Corporation and Home Depot back on 8/4/08. As of today, we still have not received any responses. The following was what we wrote:
On April 18, 2008, we ordered $7,126 in KraftMaid cabinetry (see attached receipt) from Home Depot - Pearl City #1702. Once all the cabinets were delivered on June 17, 2008, we checked the total cabinets that were delivered. When our contractor started opening the boxes of the cabinets, we then discovered the following issues. In total, there were issues with 11 pieces of cabinetry.
Part Issue Status
1. U242484butt (Pantry Cabinet) right bottom door hinges broke-off, broken screw reMained inside the wood Home Depot advised for contractor to remove the broken screw and reinsert with a bigger screw
2. 4DROT (deep roll out tray for Pantry Cabinet) – 4 units damaged One cracked on the front of the tray, the others all had cracks on both side of the trays Home Depot is sending new replacement
3. BEOS924L (base end open shelf) Bubbles/blisters on the veneer finish on the leg below the bottom shelf Home Depot told me to use the Toe Kick to cover it up. Later Home Depot said they will replace it
4. TFOS92484R.SQT (SQT tall end open shelf) Bubbles/blisters on the veneer finish, along with peeling from top to bottom from the veneer finish. Home Depot is sending new replacement
5. CM8.MS (Crown Molding) one of them was warped Home Depot is sending new replacement
6. 2DFWROT (deep full width tray) – 2 units damaged both of them have some cracks on the side of tray. Home Depot is sending new replacement
7. B36 (36" base cabinet) Crack in bottom of top drawer Home Depot is sending new replacement
While waiting for the new replacement of item 3 & 4, the Silestone countertop installation has to delay for 5 to 6 weeks (because item 3 is the end-unit of the whole cabinet base) This delay have caused us to pay additional fees with my contractor to come back to finishing the installation on item 3 & 4 . In addition, as we do not have a functional kitchen while waiting, my family of four has to eat out every day, which has increased my food costs significantly.
It gets worse. The item 3 was supposed to arrive 8/4. We had asked if it was possible to Fedex to get the item 3 quicker but your installation dept.told me that KraftMaid will not air-freight it unless we are willing to pay the $300 plus tap ourselves. We accepted the ocean shipment method. However, from 7/16/08 till today KraftMaid had sent me item 2, 5, 6 & 7 via Fedex 3 different times and each time has damaged items in it. We are still waiting for more cabinetry but it looks like now there may be additional delays with the shipping mistake.
Frankly, we have been very disappointed with both Home Depot and KraftMaid’s response to addressing the issues we have had with the cabinets. Up until now, we have had very positive experiences with Home Depot (having spent over $14,000 at Home Depot this past four months for our home renovation project!) and have been your very loyal customers.
To resolve the problem, we would appreciate it if Home Depot could provide compensation in the amount of $1,781 which reflects 25% of what we paid for the cabinets and will help us pay the additional costs we are incurring due to the damaged cabinets. KraftMaid's display cabinet in your store said "You Deserve The Best!" – we certainly hope we can find the best possible resolution to this situation.
We look forward to your reply and a resolution to this problem.
On April 18, 2008, we ordered $7,126 in KraftMaid cabinetry (see attached receipt) from Home Depot - Pearl City #1702. Once all the cabinets were delivered on June 17, 2008, we checked the total cabinets that were delivered. When our contractor started opening the boxes of the cabinets, we then discovered the following issues. In total, there were issues with 11 pieces of cabinetry.
Part Issue Status
1. U242484butt (Pantry Cabinet) right bottom door hinges broke-off, broken screw reMained inside the wood Home Depot advised for contractor to remove the broken screw and reinsert with a bigger screw
2. 4DROT (deep roll out tray for Pantry Cabinet) – 4 units damaged One cracked on the front of the tray, the others all had cracks on both side of the trays Home Depot is sending new replacement
3. BEOS924L (base end open shelf) Bubbles/blisters on the veneer finish on the leg below the bottom shelf Home Depot told me to use the Toe Kick to cover it up. Later Home Depot said they will replace it
4. TFOS92484R.SQT (SQT tall end open shelf) Bubbles/blisters on the veneer finish, along with peeling from top to bottom from the veneer finish. Home Depot is sending new replacement
5. CM8.MS (Crown Molding) one of them was warped Home Depot is sending new replacement
6. 2DFWROT (deep full width tray) – 2 units damaged both of them have some cracks on the side of tray. Home Depot is sending new replacement
7. B36 (36" base cabinet) Crack in bottom of top drawer Home Depot is sending new replacement
While waiting for the new replacement of item 3 & 4, the Silestone countertop installation has to delay for 5 to 6 weeks (because item 3 is the end-unit of the whole cabinet base) This delay have caused us to pay additional fees with my contractor to come back to finishing the installation on item 3 & 4 . In addition, as we do not have a functional kitchen while waiting, my family of four has to eat out every day, which has increased my food costs significantly.
It gets worse. The item 3 was supposed to arrive 8/4. We had asked if it was possible to Fedex to get the item 3 quicker but your installation dept.told me that KraftMaid will not air-freight it unless we are willing to pay the $300 plus tap ourselves. We accepted the ocean shipment method. However, from 7/16/08 till today KraftMaid had sent me item 2, 5, 6 & 7 via Fedex 3 different times and each time has damaged items in it. We are still waiting for more cabinetry but it looks like now there may be additional delays with the shipping mistake.
Frankly, we have been very disappointed with both Home Depot and KraftMaid’s response to addressing the issues we have had with the cabinets. Up until now, we have had very positive experiences with Home Depot (having spent over $14,000 at Home Depot this past four months for our home renovation project!) and have been your very loyal customers.
To resolve the problem, we would appreciate it if Home Depot could provide compensation in the amount of $1,781 which reflects 25% of what we paid for the cabinets and will help us pay the additional costs we are incurring due to the damaged cabinets. KraftMaid's display cabinet in your store said "You Deserve The Best!" – we certainly hope we can find the best possible resolution to this situation.
We look forward to your reply and a resolution to this problem.
Comments:
Posted by moneybags on 2008-09-22:
Overseas? KraftMaid factory in Mobile, Al on Schillinger Road.
Posted by madathomedepot on 2008-09-22:
Not overseas....this is happening in Hawaii.
Guess what? We have just recevied three damage cabinet drawers again today! What kind of quality is KraftMaid talking about "You Deserve the Best!" ??????
Guess what? We have just recevied three damage cabinet drawers again today! What kind of quality is KraftMaid talking about "You Deserve the Best!" ??????
Posted by WWYD on 2008-11-26:
I am extremely familiar with KraftMaid cabinets. Although I live on the East Coast, I have ordered KM cabinets for someone in Hawaii in the past and am familiar with some of the issues involved.
First, let me assure you that KM didn't say that you have to pay the air freight. They said that "someone" would have to pay it. Home Depot could just as easily be that someone as you. So basically, HD wasn't willing to front the money for you, nor were they successful (if they even tried) in talking to their KM representative in getting the freight fee waived.
Secondly, your Home Depot designer should know better. The open shelves you were sold should have been SOLID WOOD. According to the codes you entered, they are engineered wood (particle board) with what is essentially a printed vinyl exterior. This is why you get bubbles. KM created the solid wood shelves specifically to avoid this issue. They still make the veneer because in some finishes you don't get the bubbles, and they are cheaper.
Thirdly, your Home Depot designer should have discussed the deluxe roll-out trays with you. They are 3/4" solid wood with dovetailed joints. They are much less likely to be damaged in shipping and are better all around.
Believe that these damages are coming through the shipping potion. Any person on KraftMaid's assembly line can pull a part off the line if he or she sees it is damaged or defective. And when an item gets reordered, KM codes the return so they can go back to the specific employees responsible for quality control over that specific item and hold them responsible. It costs KM money every time something is returned and they don't like it any more than you do.
Finally, my best advice to you, if this is ongoing, is to instruct your Home Depot designer to have KraftMaid process any remaining reorders with "SPECIAL HANDLING." This will add slightly to the lead time, but it ensures the items undergo an extra layer of inspections, as well as extra packaging for shipping to protect them.
Best of luck.
First, let me assure you that KM didn't say that you have to pay the air freight. They said that "someone" would have to pay it. Home Depot could just as easily be that someone as you. So basically, HD wasn't willing to front the money for you, nor were they successful (if they even tried) in talking to their KM representative in getting the freight fee waived.
Secondly, your Home Depot designer should know better. The open shelves you were sold should have been SOLID WOOD. According to the codes you entered, they are engineered wood (particle board) with what is essentially a printed vinyl exterior. This is why you get bubbles. KM created the solid wood shelves specifically to avoid this issue. They still make the veneer because in some finishes you don't get the bubbles, and they are cheaper.
Thirdly, your Home Depot designer should have discussed the deluxe roll-out trays with you. They are 3/4" solid wood with dovetailed joints. They are much less likely to be damaged in shipping and are better all around.
Believe that these damages are coming through the shipping potion. Any person on KraftMaid's assembly line can pull a part off the line if he or she sees it is damaged or defective. And when an item gets reordered, KM codes the return so they can go back to the specific employees responsible for quality control over that specific item and hold them responsible. It costs KM money every time something is returned and they don't like it any more than you do.
Finally, my best advice to you, if this is ongoing, is to instruct your Home Depot designer to have KraftMaid process any remaining reorders with "SPECIAL HANDLING." This will add slightly to the lead time, but it ensures the items undergo an extra layer of inspections, as well as extra packaging for shipping to protect them.
Best of luck.
Posted by Cheryl on 2012-02-26:
I have Merillot from Masco CO installed by builder in 2001 and in 2010 the one cabinet completely fell apart crashing to the floor with the backing still attached to the wall. I have counter top damage, my floor tore and I lost all dishes. I tried many times to contact all involved and got no where with Masco till I contacted an attorney. Masco would do nothing nor would the builder. My cabinets are warped and I am in constant fear more will fall.
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